AI-Driven Managed Services: Automating Tier 1 to Tier 3 Operations for Scalable Customer Support
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Abstract
The increasing complexity of IT services and the demand for faster issue resolution have accelerated the adoption of AI in managed services. This paper explores the deployment of AI-driven managed services to automate Tier 1 to Tier 3 operations, focusing on scalable customer support models. The research discusses the role of AI in predictive issue detection, natural language processing (NLP) for chatbot-based assistance, and automated ticket management. It also presents real-world examples where AI-enabled systems have reduced downtime, improved service levels, and optimized operational costs. The paper concludes with recommendations for implementing AI-driven managed services, including governance models, training frameworks, and best practices for aligning AI initiatives with business outcomes.
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